Product Support Consultant

New York, NY

Responsibilities

 

  • Serving as a primary contact for clients seeking help and providing them with an excellent support experience
  • Addressing end usage inquiries and ensuring timely response to clients
  • Assisting colleagues with tackling complex inquiries and technically advanced questions
  • Troubleshooting and documenting L1 support for API usage inquiries
  • Working with L2 support teams to escalate technical issues while providing clients with prompt and clear communication as well as continuously managing their expectations
  • Supporting, monitoring, and prioritizing clients’ day-to-day deliverables to fulfill service level agreements with each client
  • Identifying technical processes and support tasks that can be transitioned to the team and augment its L1 support scope
  • Analyzing recurring problems and areas for process improvement to develop further operational efficiencies

 

Requirements

 

  • A bachelor’s degree and a strong record of academic and professional achievement are required.
  • The ideal candidate will have 7-12 years of relevant experience in IT/support consulting or engineering and will have an exceptional ability to communicate, troubleshoot, and resolve all types of client issues.
  • A solid knowledge of financial instruments and the trading life cycle is highly preferred.
  • Strong domain knowledge and a deep understanding of the software support function in fintech are a must.

 

 

 

 

 

Note: Qualified candidates will be contacted within 2 business days of application. If an applicant does not meet the above criteria, we will keep your resume on file for future opportunities and may contact you for further discussion.

Date Posted 10/8/2020
Salary $150,000 - $180,000 + bonus






(2MB Max; allowed file formats: doc, docx, pdf, pptx, txt)



characters left